Community Solutions Central Operations Analyst I

alert investigations.

• Uses all available monitoring equipment to proactively identify area problems.

• Escalates to L2 - Notify and dispatch technicians to the site.

• Performs surveillance of Wi-Fi network using all applicable systems, telemetry, alarms, topology, tools and other sources of information to identify network outages and basic impairments, document and prepare tickets, engage the appropriate fix agents and minimize customer impact of any service interruption or network impairment.

• Acknowledges basic impairment alarms and performs basic to intermediate troubleshooting, analysis, triangulation and correlation of network alarms and other data sources to identify and dispatch field technicians on impacting events.

• Performs notification and communication of network events using established protocols and support systems.

• Identifies, documents and internally escalates issues related to groups outside the CSRC where additional coordination is necessary and assists as needed.

• Performs other duties as assigned.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English

• Knowledge of HFC network concepts, DOCSIS and end-user support principles

• Knowledge of Managed Wi-Fi tools and basic ability to use the tools to effectively troubleshoot basic Wi-Fi related issues

• Ability to work well with others as part of a team environment

• Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists

• Knowledge of desktop computer hardware and software (monitoring tools) used to analyze network performance

• Ability to use online knowledge systems and search for reference procedures and work aids (paperless resources)

• Ability to write routine reports and correspondence as well as create or produce reports outlining specific trends in the HFC network to efficiently resolve plant issues

• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form Ability to distinguish and identify various colors to identify multiple alarm states in the tools and software utilized in the current environment

Required Education

• High School Diploma or equivalent

Required Related Work Experience and Number of Years

• 24x7 Operations Center experience - 1+

• Cable or telecommunications experience (Field Ops, HFC Plant Troubleshooting, or Maintenance Tech) - 1+

• NOC, Dispatch, Call Center Tier or help desk support experience - 1+

WORKING CONDITIONS

• Office environment

• Must be able to work all shifts including evenings, weekends and some holidays

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A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

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